Head of Customer Experience

Lead customer experience strategy for a global recruitment leader. Drive engagement, loyalty, and CX

Your new company

At Hays, we believe in being long-term partners with our people as well as our customers. Together, we will work for your tomorrow, and the possibilities are endless.

With over 50 years of business success, we have built a reputation as the world leader in specialist recruitment and workforce solutions. Joining Hays isn't just about being part of a global business leader; with over 12,000 people across 32 countries, you'll be making a difference in the world of work

Your new role

Joining Hays, means you'll be part of a forward-thinking business that's going places.

Our global network and ways of working mean you'll be part of something bigger, whilst taking pride in the work you do within a collaborative team.

As the Head of Customer Experience, we will empower you to think beyond, redefine standards and evolve the status quo. This is a 12 month role covering parental leave commencing February 2026 and based in our Hays Sunway, Malaysia office.

As Head of Customer Experience, you'll lead the charge in shaping a seamless, engaging, and value-driven experience across every customer touchpoint. This is your opportunity to drive strategic initiatives that optimise engagement, communication, and satisfactionembedding a customer-first culture and strengthening loyalty and advocacy

Key Responsibilities include:

• Enhance Customer Engagement: Drive customer journey mapping, improve digital touchpoints, and implement omni-channel communication strategies.
• Lead Voice of Customer (VoC): Own the regional VoC program, turning insights into action to boost satisfaction and loyalty.
• Champion CX Culture: Embed customer-centric principles across teams, training, and internal communications.
• Data-Driven Decisions: Leverage CX metrics and customer insights to inform strategies and prioritise high-impact initiatives.
• CX Strategy & Leadership: Expand the CX function across APAC, manage team resourcing, and influence senior stakeholders.
• Brand Guardianship: Ensure creative consistency, uphold brand values, and monitor customer feedback to protect reputation.

What you'll need to succeed

• CX & Marketing Expertise: Proven experience in customer experience management and digital/lifecycle marketing within professional services.
• Strategic Leadership: Strong ability to influence senior stakeholders, lead teams, and drive cross-functional collaboration.
• Customer Journey & Engagement: Skilled in journey mapping, digital experience optimisation, and omnichannel strategies.
• Data & Technology Savvy: Comfortable with data analysis, martech, AI tools, CRM systems, and automation for personalisation and performance optimisation.
• Commercial & Creative Mindset: Analytical, detail-oriented, and creative problem solver with strong commercial acumen.
• Exceptional Communication: Highly developed communication skills with an understanding of customer behaviour psychology.

What you need to do now

If you're looking for a role that challenges and helps you to make an impact, let's create tomorrow together. There's no telling where a career at Hays might take you.

Contact Sandy Luhr, Senior Talent Acquisition Partner by submitting your application via the Apply Now button.